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Abysmal customer service, no internet after start new contract with KPN

  • September 1, 2026
  • 1 reactie
  • 29 keer bekeken
Nieuwkomer

Super bad experience with KPN. It seems like they hate working. I started a new subscription to them, sent only the modem when I don't even have a fiber box. After a week of struggles with their client service, they eventually sent the fiber box by itself.

Of course that when we installed it, there was no internet to be had. Their call client service was abysmal. Their employee hit me with "Yes, I will help you. Let's see..." then hung up on me...

Tried to arrange a call with their chat, as their only dutch call robot is impossible to work around if you do not speak the language. And to no avail. They refuse to send a technician. And if a technician is to be sent, they ask 100 euros for it?

That is unacceptable. I pay for NO internet and they don't even hassle to help. Their call center employees search AI engines for answers and they gatekeep the "Free technician help for the first 14 days of the contract".

If this is not resolved, I will terminate my contract. I'm done scheduling calls, begging employees to help me and then get hung up on calls.

Very bad interaction with the people that are paying their salaries.

I posted the same review on google with a 1 star.

My question is: What can I do to remedy this? Or am I forced to cancel my contract because of customer service incompetence?

Beste antwoord door Erwin van KPN

I'm sorry to hear about your experience so far. Having to contact customer service repeatedly, especially when you still have no working internet connection, is certainly not how we want a new connection to start. Being disconnected during a conversation doesn't help either.

There is one important point I would like to clarify. If you have received an SMS or email from KPN confirming that your connection is ready for use, but the internet does not work after you have connected the required equipment correctly, you are entitled to a free installation technician. In that situation, you should not have to pay €100 for the technician.

Based on what you describe, I would therefore recommend that this is looked at again and that the installation is checked properly. You shouldn't have to keep going back and forth with customer service or feel like you're having to beg for help with a connection that isn't working.

you can schedule a call back through this link (end of the page).. 

    1 reactie

    Erwin van KPN
    Moderator
    • Erwin van KPN
    • Moderator
    • Antwoord
    • September 7, 2026

    I'm sorry to hear about your experience so far. Having to contact customer service repeatedly, especially when you still have no working internet connection, is certainly not how we want a new connection to start. Being disconnected during a conversation doesn't help either.

    There is one important point I would like to clarify. If you have received an SMS or email from KPN confirming that your connection is ready for use, but the internet does not work after you have connected the required equipment correctly, you are entitled to a free installation technician. In that situation, you should not have to pay €100 for the technician.

    Based on what you describe, I would therefore recommend that this is looked at again and that the installation is checked properly. You shouldn't have to keep going back and forth with customer service or feel like you're having to beg for help with a connection that isn't working.

    you can schedule a call back through this link (end of the page).. 

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